Associate Analyst - Service Desk_2211

Associate Analyst - Service Desk_2211

Description/Comment: -

=>The Associate Analyst Service Desk position is responsible for accurate and timely technology support and problem resolution for our internal customers, globally.

=>This role consists of resolving complex and everyday service requests related to PC’s, servers, networks, hardware and software problems and malfunctions; interacting and consulting with customers to manage their     satisfaction,: providing guidance, assistance and follow-up to customer inquiries.

Roles and Responsibilities:

• Field incoming incident or service requests from internal customers via telephone, web and e-mail in a courteous manner.

• Build rapport and elicit incident details from service desk customers to record incidents – document all pertinent end customer identification information, including name, department, contact information, and nature of problem or issue.

• Classify and prioritize problems and escalate problems (when required) to the appropriately experienced analysts, Lead Analyst or other IT Groups.

• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply standard, approved diagnostic utilities to aid in troubleshooting.

• Access knowledge bases, policy manuals, frequently asked questions resources and other reference materials to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization. • Perform fixes at the desktop level using remote tools which will include installing and upgrading software, installing hardware, and   configuring systems and applications.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to incident requests for customer satisfaction.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

• Recommend or suggest methods to update, simplify and enhance processes, procedures and technologies.

• Perform communication activities to customers in regards to the implementation of programs, policies and services provided by the company.

• Manage individual and/or group network and system access.

Preferred Qualifications:

• Bachelor’s degree desirable in Business or an IT related field.

• 3+ years equivalent work experience in an IT technology environment.

• Certifications in: MCP in Windows XP or A+ Certification.

• 2 years of experience with Windows Active Directory

• Excellent written and oral communications.

• Ability to follow written procedures and security guidelines.

• Proven initiative. Ability to achieve results.

• Ability to multi-task.

• Experience working in a team-oriented, collaborative environment.

Basic Requirements:

• Legally Authorized to work in the United States.

• High School Diploma or equivalent.

• Previous experience in a Help Desk and/or Call Center environment.

• Ability to perform shift work and/or a variable work schedule.